Front Office Manager

at  Novotel

Company Description
Situated in the vibrant heart of the Cultural Precinct near the beautiful South Bank Parklands, Novotel Brisbane South Bank places you, and our guests, just moments away from premier destinations such as the Brisbane Convention and Exhibition Centre, the Queensland Performing Arts Centre, and the Queensland Art Gallery.
Since welcoming our first guests in 2018, we’ve been dedicated to delivering exceptional, award-winning service and accommodation for both business and leisure travelers. Our ethos, “Hospitality is a work of Heart,” drives us to create a warm and welcoming environment, ensuring our guests and team members feel valued and cared for.
At Novotel Brisbane South Bank, you’ll have the chance to enhance your skills and elevate your career while helping to create memorable experiences for our guests.
Job Description
We are looking for an experienced full-time Front Office Manager to join our team and drive exceptional guest service. Reporting directly to the General Manager, this role is essential in ensuring the effective management of the Hotel Front Office operation, aiming to establish a reputation as a market leader in individualized customer-focused service. The ideal candidate will be responsible for overseeing all aspects of front office operations, including guest satisfaction, system management, and financial performance.

Key Duties:

• Manage the Hotel Front Office operation, maintaining a guest centric approach to service to achieve a reputation for exceptional customer service.
• Ensure hotel targets around RPS, NPS, Loyalty, and room upselling are met.
• Liaise with other department leaders to coordinate a service delivery ensuring guest needs are met efficiently, and exceeded where possible.
• Train Front Office team members, and foster a development mindset, seizing opportunities to promote development and career progression.
• Operate all aspects of the Front Office computer system, ensuring efficient and effective system performance.

Qualifications

To be successful in this position, you will need to be able to demonstrate competence in the following areas:

• Extensive Front Office Experience: Demonstrated Significant experience within Front Office Operations, and proven performance within a leadership capacity.
• Communication and Training Skills: Exceptional communication skills, both spoken and written, to create and promote effective team collaboration.
• Problem-Solving Skills: Strong critical thinking abilities and a guest-centric approach to creating memorable guest experiences.
• Systems Knowledge: Comprehensive understanding of Accor Systems and loyalty platforms.
• Flexible Availability: Willingness to work various shifts, including mornings, nights, weekends, and public holidays as required.

• Manage the Hotel Front Office operation, maintaining a guest centric approach to service to achieve a reputation for exceptional customer service.
• Ensure hotel targets around RPS, NPS, Loyalty, and room upselling are met.
• Liaise with other department leaders to coordinate a service delivery ensuring guest needs are met efficiently, and exceeded where possible.
• Train Front Office team members, and foster a development mindset, seizing opportunities to promote development and career progression.
• Operate all aspects of the Front Office computer system, ensuring efficient and effective system performance